Intermittent connection

If your broadband connection is dropping out periodically, or you appear to have no connection at all, try following these steps in order:

1. Check for Issues / Outages

Visit status pages on your ISP's website to check for any issues/outages in your local area.  If you are using another broadband provider then google the name of the provider and include outages issues as part of the search to see if there are any known problems.

2. Restart your equipment

  • Switch off your router for 30 seconds, then power it back up again
  • Switch off your PC, Mac, smartphone or tablet then switch it back on again

Restart your equipment

3. Check your WiFi connection

  • Check that the wireless icon on your PC, Mac, smartphone or tablet indicates a connection
    Wireless Icon Status Check
  • If the connection is weak, or regularly drops out, try moving your device closer to the router
    Move closer to router
  • If you have an Ethernet cable available, try connecting a desktop or laptop computer to your broadband router using the cable and then re-test the connection. This will help to rule out a wireless issue as the cause of the problem
    Connect via network cable to router

4. Check for a fault on your telephone line

  • Locate the BT master socket – the socket where the line enters your premises from outside
  • Detach the faceplate by unscrewing the screws
  • If you have a single-port socket (illustrated below), another socket is revealed behind the faceplate. Connect your phone directly to this socket in the same way you would normally connect to the front of the faceplate
    BT Socket
  • If you have a two-port socket (with separate ports for broadband and telephone connections), after removing the faceplate you must also remove the plastic filter section beneath. Gently pull on this section to expose the rear test socket where you can connect your phone
    BT Two Port Socket
  • Once your telephone is connected, lift the handset and listen for dial tone
    - If there is no dial tone - or if you hear a noise like crackling, popping or humming – contact your telephone provider to report a fault
    - If there is a dial tone, dial 17070 and select option 2 from the menu. This is the Quiet Line Test, which will allow you to listen for any noise
  • If there are no noticeable issues with the telephone service, connect your broadband router to the test socket (using a standard micro filter) to see if this resolves your broadband connectivity issues. If it does, this could indicate a fault with, or damage to, your internal telephone wiring, particularly if you use your router on an extension
    Connect directly to BT Socket

5. Test with a different router

  • The most common cause of broadband problems is faulty equipment. If you are able to obtain an alternative router (such as a spare, or borrowed from a friend), this can be configured with your connection details. 
  • Once the new router is set up, monitor your broadband connection to see if the issue is resolved

6. Monitor your connection

  • If the above steps appear to have resolved your connectivity issues, make sure to monitor your connection for the next several hours